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Service Level Agreement

Service Level Agreement for Dedicated Web Hosting Services
Total Web Host will make every effort to ensure that your site(s) and server(s) are accessible to you and to third parties via http.

I. Uptime Guarantee

For those purchasing the Total Web Host standard configuration without terminal access, we offer an uptime guarantee of 99% on all network equipment, operating systems and supported software. Server uptime is calculated and logged as described Section II. Uptime is defined as having the ability to retrieve the HTTP header files from your site. This indicates that the server, the operating system and our connectivity are all functioning.

Total Web Host backs this guarantee by offering credits to those who experience uptime of less than 99.9%:


Server availability 98% - 99% 10% credit
Server availability 95% - 97% 25% credit
Server availability 90% - 94% 50% credit
60 Minutes of continuous downtime 15% credit
Three 60-minute intervals or more in 1 month 50% credit
Under no condition will the maximum credit exceed fifty percent (50%) of the monthly service charge for the affected month. To receive the credit you must be in good financial standing with Total Web Host.

Exclusions: Server downtime is not recorded and no credit will be issued if the server is rebooted per your request, during scheduled or emergency system maintenance or per your instruction. Outages due to memory leaks or excessive CPU consumption in customer scripts/applications, DoS attacks on the customer web server or other forms of intrusion or server hardware failures are excluded from the uptime guarantee.


II. Server Monitoring, Problem Notification and Resolution

Basic server monitoring and downtime logging

To verify that the server is up we will monitor HTTP service on it (retrieve HTTP headers) every 5 minutes with a 30-second threshold. If HTTP service does not respond the server is considered non-operational and the problem is immediately escalated to the lead tech.

In cases where two or more consecutive HTTP tests fail, server downtime will be registered as the number of minutes between the first and the last failed tests. Downtime of less than 5 minutes in duration is not recorded. Total Web Host calculates server uptime based on this type of server monitoring.



III. Server Maintenance and Administration

OptionalRoutine Maintenance Operations

In order to ensure that your server is operational, Total Web Host will perform routine maintenance on your server. This will include installation of security patches, system updates, disk de-fragmentation, etc. The regular server maintenance is scheduled with the customer.

Server Administration and Support

To anticipate and accommodate issues that may arise, Total Web Host includes 1 hour of server administration time with your dedicated server package. This time can be utilized in 30-minute blocks. Unused time will not be carried over to the next month.

All problems resulting from mistakes in server configuration will be fixed free of charge.

Total Web Host cannot, and does not, guarantee that it will be able to resolve all operating system related problems that can result from multiple issues, including unique Client software. However, Total Web Host will use industry standard efforts and practices to resolve the problems as quickly as possible.

Installation of Security Patches, System Updates and Service Packs (optional)

Total Web Host will install minor system patches within two weeks of the release date during the next scheduled maintenance period to minimize service disruption. Critical security updates will be installed as they are released. Major Service packs will be installed within two months of the release date to allow for proper testing in a pre-production environment. Total Web Host is not responsible for any downtime resulting from incompatibilities between your scripts and software updates and patches.



IV. Backup and Data Recovery

Client is responsible for the backup of all content residing on Total Web Host servers, except as otherwise agreed to with Total Web Host.

Backup Services are not included in the base Dedicated Server packages. Total Web Host will not provide tape backups or be able to provide restoration services for customers who do not have Backup Services as part of their Dedicated Hosting solution. You are responsible for maintaining current copies of all data and files residing on Total Web Host servers.

Backup Services are available as an add-on service to your Dedicated Hosting package. Backup Service fees cover only routine and scheduled backup operations. They do not cover the process of restoring files. File restoration will be provided at customer request and billed towards the 1 hours of System Administration time included in your Dedicated Hosting Package.

Total Web Host is not responsible for data loss resulting from the failure or loss of backup media.
 
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